Workforce Capacity Strategist
5 hours ago
Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants, and couriers.
We're looking for a Workforce Management Planner to join our dynamic Workforce Management team.
Key Responsibilities- Create and manage long-term forecasting, capacity plans, and hiring plans for your region, covering multiple sites and approximately eight countries, ensuring customer support aligns with service-level agreements.
- Generate reports on performance metrics such as handling time, occupancy, shrinkage, and other operational metrics, transforming data into actionable insights to improve efficiency.
- Conduct ad-hoc scenario simulations and sensitivity analyses to ensure optimal resource allocation under varying conditions.
- Provide recommendations and drive changes to improve customer experience, agent well-being, and cost-efficiency, considering factors like contracts, skills, and queue setups.
- Lead planning governance for your region, including facilitating sessions with product, operations, finance, and recruitment teams to incorporate changes and produce actionable hiring plans.
- Regularly review and enhance the Mean Absolute Percentage Error (MAPE) of forecasts.
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Workforce Management Capacity Planner
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